NatWest apologises to customers after mobile and online banking suffer outages
28 May 2024, 13:44
The bank said there had been a ‘glitch’ with the service on Tuesday morning but it had been resolved, in posts on social media.
NatWest has apologised to customers after its online and mobile banking services suffered outages on Tuesday morning.
The bank said in posts on X, formerly Twitter, that there had been a “glitch” with the service but it had subsequently been resolved.
“We are aware that some customers were experiencing difficulties accessing NatWest mobile and online banking this morning,” a spokeswoman for NatWest said.
“The issue has been resolved and customers are now able to log in as normal. We apologise to customers for any inconvenience caused.”
The app and online banking service should now be working as expected. Please try logging in as normal.
Thank you for your patience and apologies for any inconvenience caused.
If you have any other questions or need any further support then please let me know. Mike
— NatWest (@NatWest_Help) May 28, 2024
It came after an approximately four-hour outage during which the bank said it was working hard to investigate and fix the problem.
People complained they were unable to access their bank accounts, meaning they could not check balances or transfer money.
One social media user said their local bank branch had been closed so they were unable to do their banking in person instead.
Another said they needed to access their money in order to pay bills.
According to the website DownDetector, problems were first reported at about 6am, and peaked at about 7.30am on Tuesday.
On the NatWest website, a service status update later on Tuesday morning showed there had been service disruption to both the mobile app and online banking.
“We’re sorry for any inconvenience caused and we’re working hard getting everything back up and running for you,” it said.
“If you need to complete a transaction you can continue to do this using our telephone banking service or alternatively you can visit one of our branches or ATMs.
“If you are looking to make a payment with us today, please consider sending money another way.
“You can still use your debit or credit card to make payments and get cash from ATMs, branches and the Post Office.”
On X, NatWest asked customers to send a direct message if they have a specific banking need.
